Remote Product Support Specialist

CAI; Denver (CO); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Remote work flexibility

Medical, dental, vision benefits

401k retirement plan

Job summary

CAI is seeking a Product Specialist to provide Tier 1 application and technical support remotely. The role involves collaborating with cross-functional teams to support users, resolve requests, document issues, and ensure applications meet business requirements.

This is a full-time remote contract position. Requirements include 2+ years with Windows OS, strong analytical and communication skills, and experience with knowledge bases and ticketing systems.

Qualifications

• 2+ years of experience with Windows operating systems.
• 2+ years of excellent analytical and logical problem-solving skills.
• Ability to provide professional customer-focused technical support.
• Strong communication and documentation skills.
• Ability to work independently while following established support processes.
• Experience troubleshooting application and browser-related issues.
• Experience with bug lifecycle management and ticketing systems.

Responsibilities

• Provide Tier 1 support for Division applications.
• Serve as the first point of contact for incoming service requests.
• Review service requests against existing knowledge base solutions.
• Gather and document information from users regarding reported issues.
• Track, route, and redirect unresolved incidents to appropriate support resources.
• Escalate complex issues to Tier 2 Service Desk teams.
• Provision and manage application access for users.
• Execute user acceptance testing (UAT) for web-based applications.
• Collaborate with business units to support product development, implementation, and training initiatives.
• Report directly to the Support Manager.

Skills

Windows OS experience

Analytical problem-solving

Customer-focused support

Strong communication

Independent work

Tools

Knowledge base systems

Ticketing systems

SQL basics

Job description

CAI is seeking a Product Specialist to provide Tier 1 application and technical support remotely. The role involves collaborating with cross-functional teams to support users, resolve requests, document issues, and ensure applications meet business requirements.

This is a full-time remote contract position. Requirements include 2+ years with Windows OS, strong analytical and communication skills, and experience with knowledge bases and ticketing systems.